Job Opportunity
We are seeking an experienced professional to fill the role of a Clinical Support Specialist. This is a challenging position that requires strong analytical and problem-solving skills, as well as excellent communication and interpersonal abilities.
Responsibilities:
* Provide support for customers who have submitted complaints through various channels by conducting thorough investigations, troubleshooting, and responding to concerns in a timely and efficient manner.
* Lead the team in efficiently gathering and documenting customer issues and resolutions, ensuring a high level of accuracy and attention to detail.
* Manage and prioritize Tier 2 issues, inquiries, and escalations, resolving complex problems with minimal guidance while leveraging available tools effectively.
* Communicate effectively with internal and external stakeholders, providing clear and concise information at all levels.
* Spearhead comprehensive support for consumer complaints across all pillars, conducting thorough investigations and taking ownership of processes or acting as a Subject Matter Expert (SME) to analyze and understand existing workflows.
* Identify gaps in processes and propose actionable improvements to enhance efficiency and productivity.
* Proactively lead efforts to streamline operations and boost productivity, playing a key role in shaping and optimizing internal processes for sustainable growth and success.
* Represent the voice of our customer in proactively driving impactful changes across workflows, policies, and tools by succinctly relaying customer feedback in escalations to internal support teams and leadership.
* Assist the legal team in researching complex issues concerning customers, expertly analyzing evidence and compiling compelling visualizations to shed light on complaint trends and demographic insights.
* Drive transformative changes across our workflows and policies by relaying invaluable feedback to internal teams, showcasing expertise in document organization and management, data handling, and data analysis.
* Command attention and instill confidence when conveying information to audiences at all levels internally and externally.
Requirements:
* Motivated by creating a seamless support experience for our global customer base.
* Must work in a defined shift as required by the business.
* Must work in the office as and when required by the business.
* Compliance, regulatory, fraud, disputes background, legal background, or litigation experience is highly desirable.
* Minimum of 3 years of relevant experience in financial services, crypto, investigations, legal, or tech industry.
* Experience with different channels of support, including voice, email, and chat.
* Curiosity to chase problems to root cause and roll-up sleeves to investigate the unknown/unusual.
* Flexible and adaptable to meeting the evolving needs of a high-growth and fast-paced organization.
* Possess phenomenal communication skills to confidently present information globally across multiple departments and stakeholders.
* Ability to execute under pressure and within tight timelines while juggling multiple projects.
* Highest level of accuracy, superb attention to detail, and excellent proofreading skills.
* Must be able to read, write, and speak English fluently.
Nice to Haves:
* Experience in project management, analytics, and/or vendor management.
* Advanced degree in business, finance, or CX.
* Advanced understanding of Google apps, JIRA, Salesforce Service Cloud.
* Experience working with and partnering with external outsource business partners.
* Intermediate+ knowledge of products and services, crypto ecosystem, and regulations impacting Web3 and cryptocurrency.
Please note that this is not an exhaustive list, and other qualifications may be considered.
This job description has been rewritten to make it more engaging and attractive for candidates.